By Nancy Friedman, Keynote Speaker; Customer Service Expert; President, Telephone Doctor Customer Service Training
Many of us are aware that International Customer Service Week is coming soon. Real soon.
And most of us are aware we should be celebrating customer service week all year long, not just one week. At least that’s the mentality of Telephone Doctor. But like Mother’s Day, Father’s Day and the other holidays, it’s special.
We all know the day-to-day treatment of how we treat customers, as well as each other, can make or break a business relationship. That’s a no brainer. It’s often the little things that can permanently damage that relationship most of us try so hard to make.
Let’s face it, it’s difficult to remain helpful, nice, smiling and patient plus everything else you’re expected to do when the customer isn’t any of those. Sometimes you just wanna say, “What is wrong with you?” But we’re taught to hold our tongue and be nice, polite and helpful.
Not sure who said it, but there’s an old saying, “Find a job you love and you’ll never work a day in your life.” Assuming you like your job and most of the time it goes well, there are times when ‘stuff hits the fan.’ No matter how hard you try; how nice you are.
Helpful hint: Don’t take it personally. You have become the lightening rod, not the target. Wear your mental suit of armor and let those verbal projectiles bounce off you. Remember our slogan “A Phony Smile is Better than a Real Frown.” Customers will HEAR the smile. I promise you they will.
It’s too bad. If customers only realized they’ll get more with sugar than they do with vinegar, it might make it easier for everyone. Sometimes I feel as though there should be ‘customer training’ as well.
So, celebrate the customer every day, every week, all year long, because without them, you wouldn’t have a job. No paycheck. It’s that simple. And besides, they’re not all bad. Some customers are special.
And trust me, customers have probably never heard of International Customer Service Week. It’s just another week to them. Make it special for them that week and the next and the next. Wouldn’t you like Christmas all year long?